Customer Service Representative
1 month ago
Cathay Pacific Airways Limited is a world-class service brand that prides itself on providing exceptional customer experiences.
As a Customer Care Advisor, you will be the face of our company, responsible for delivering top-notch customer service and generating maximum revenue through direct channels.
Your primary objective will be to build strong relationships with customers, interpret their needs, and promote Cathay Pacific services and brands via direct channels.
You will identify sales opportunities and use individual selling and customer service techniques to support, maximize, and maintain revenue while focusing on customer retention and service excellence.
The career development path in our Customer Care Department is promising and structured, with clear steps leading to promotions and growth opportunities.
Key Responsibilities:- Provide one-stop-shop customer service through all digital and telephone channels across CX, MPO, and AML
- Recommend travel products, fares, and services, and provide after-sales support to customers
- Assist customers to reserve and make alterations to their travel plans (ticket re-issuance)
- Support Customer Contact teams around the world when required
- Assist customers to buy and self-serve seamlessly through our websites and mobile application
- Handle reservation and ticketing issuance, re-issuance, upgrades for the airline's loyalty and frequent flyer members
- Assist customers to resolve dissatisfaction situations, such as determining alternate flight options for delayed, cancelled, or missed flights, changing or rebooking when irregularities occur
- Respond to feedback and general enquiries from worldwide 24/7
- Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity, and key performance metrics
- Right to work in Hong Kong
- Minimum age of 18
- Good command of written and spoken English
- Good spoken Cantonese and Mandarin
- Proficiency in PC operation
- Customer service-oriented attitude
- Great communication, listening, and problem-solving skills
- Ability to work as part of a team and independently
- Ability to work organized and focused
- Ability to work under pressure
- World-class training and structured career progression path
- Roster based on a 5-day working week with flexible shift patterns to suit different lifestyles
- A safe and collaborative working environment which embraces a diverse and inclusive culture
- Extensive medical coverage & insurance scheme for you and your dependents
- Flexible retirement scheme
- Discounted travel across many airlines for you and your family
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